Customer Success Manager

We are expanding the Customer Success team (https://jobs.funnel.io/departments/customer-success-emea) and looking to add more Funnelers - Join the ride!

Who we are

Funnel is a fast-growing tech company within digital marketing, working to help marketers understand how their marketing initiatives relate to their business results. Funnel is a Software as a Service (SaaS) product that helps you to get the very most from your data. Our customers range from big e-commerce companies to advertising agencies and consumer brands. Since the product launch in 2015, we have set up offices in Stockholm, Dublin and Boston, and grown to service thousands of marketers all over the world, with the US as the largest market.

If you think this position would be a great match for you, apply today and we will tell you more about our culture and data-driven rocket ship!



What you will do

To be successful as a Customer Success Manager at Funnel you are passionate about understanding the customer’s business, how they get the most value, and ultimately helping customers be successful in building a world-class Business-Ready Data setup. The Customer Success team at Funnel is a revenue-oriented team, which means you will own both churn and customer growth. You’ll help customers understand their contracts and be an integral part of the renewal and upsell process. You will know the ins and outs of the Funnel platform and be heavily involved in the entire customer lifecycle.

We are on a growth journey and are looking for new colleagues for our Plus- and Enterprise Customer Success teams. At Funnel you will get the opportunity to act as partner and advisor to Funnel’s mid-market- or highest-value clients as you will manage a portfolio of Mid-Tier or High-Tier customers.

Some day-to-day responsibilities:

- Enable customers to identify, communicate and over-achieve their goals
- Manage periodic account reviews
- Plan, coordinate, and deliver product training sessions
- Help customers get on board and up-and-running with the Funnel product
- Manage customer renewals
- Manage pipeline of upsell and re-tier opportunities
- Identify expansion opportunities and collaborate with the Sales team
- Mitigate churn and downsell risks
- Help the Customer Success team to continuously improve ways of working through in-team and cross-team collaboration


Who you are

Personality traits:

- Relationship builder - you are passionate about understanding the customer’s business, how they get the most value, and helping them be successful at what they do
- Problem solver - you do not only help to solve problems, but you also strive to help the customer long-term and are able to explain the solution
- Communicator/Listener - you are actively listening to internal and external stakeholders to be proactive, able to ask the right questions, and understand what actions to take
- Structured - you are able to structure and restructure priorities depending on urgency in a dynamic environment
- Team player - you prefer a collaborative work approach and put the team’s success before your own


Skills and experiences:

- 2-5+ years of experience as a Customer Success Manager or a similar client-facing, relationship-building, advisory role
- Experience working with a Saas product and digital marketing data or other types of data such as CRM/ERP
- Experience working with turning data into insights
- Experience in selling into or driving strategy with customer stakeholders
- You are proficient in written and verbal English and it is a big plus if you are


And for some bonus points

- Experience from working in a high-growth start-up/scale-up
- Fluent in another major European language such as French, Spanish, and/or German


What we offer

Joining as an early team member, you will be a key player in our continued growth and help us set the bar high in Customer Success. As the team grows you will get the opportunity to grow with us. You will be working in a multicultural and diverse working environment, where our culture is one of the cornerstones for our success.

As a Funneler, your benefits and perks are:

- Pension and vacation days
- Private health insurance
- A generous wellness allowance
- Stock Option program
- Flexibility around working from home vs. the office
- Unlimited business books
- Snacks and a range of drinks to choose from
- Centrally located office with a lot of social areas: bar, ping-pong table, gaming room, library, pool table, music room, etc


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